A contract may need to be ended early if a customer is no longer using your service or has cancelled. In cases where the customer chooses not to continue or no longer requires the service, ending the contract keeps their account accurate. If the customer is not expected to be reactivated, the contract must be archived so the record reflects their current status.
📌Note: If you have any ad-hoc payments scheduled on the contract, please ensure you delete these before archiving as the process of archiving doesn't automatically do this.
📌Note: If you're archiving a Direct Debit after the payment submission deadline for an upcoming scheduled payment, the payment is still collected by the system.
Cancel and archive a contract
Within the CUSTOMERS tab, find the customer by searching any of the fields.
Click View Customer the eye icon, this opens the customer's PROFILE.
Click the CONTRACTS tab.
On the contract row under Actions, click the green cog icon.
From the dropdown, select Cancel.
From the Reason for Cancellation drop-down, select your Cancellation Code.
📌Note: The cancellation code is optional. The codes only appear in the account if it has been configured.
Click Cancel the Direct Debit.
Within the CUSTOMERS tab. find the customer by searching any of the fields.
Click Archive Customer the book icon on the right hand side of the screen.
Click Archive the Customer on the pop-up.
You will receive a confirmation window stating Customer archived successfully.
If you have Send 0C functionality active on your account, an 0C is sent upon archiving. We can configure your account to send 0Cs upon cancellation/archiving. To request this, please contact our Access Digital Assistant for support. If the assistant can't resolve your query, you're connected to a support agent for further investigation.
Cancel and archive button in customer contract screen
The Cancel and Archive button is now available on the customer contract screen, allowing you to complete the full cancellation and archiving process in one place.
To use the cancel and archive button, please follow the steps below:
Within the CUSTOMERS tab, find the customer by searching any of the fields.
Click View Customer the eye icon, this opens the customer's PROFILE.
Click the CONTRACTS tab.
Select Cancel and Archive.
A confirmation window will appear where you can enter an optional comment.
Continue to confirm the action.
If the customer has no active contracts, the button will appear as Archive.
📌Note: If the customer has future‑dated ad‑hoc payments or payments pending a Bacs response, the archive action will be blocked and a message will appear explaining what needs to be resolved before you can continue.
After the customer is archived, their name will update to show (ARCHIVED) and the button will change to Unarchive. Unarchiving returns the customer to active status, and any contracts that were previously cancelled will remain cancelled. You can then set up a new Direct Debit or reinstate the original contract if needed.
📌Note: Only Client Admin users can use this button, and all cancel, archive and reinstate actions are recorded in the audit log.
View an archived contract
Only active contracts are shown by default in the main Contracts view.
To view any archived contracts, please follow the steps below:
Within the CUSTOMERS tab, select All from the Customer Status drop‑down.
Click SEARCH to display active and archived customers.
Archived customers will appear with (ARCHIVED) after the customer name.